Unit of competency Outline

Date retreived
23/07/2026 5:16 AM AWST

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Manage quality customer service

Manage quality customer service

Unit of competency
National Code
SITXCCS003A
State Code
S6490
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
01/01/2011
View on TGA
State Implementation and Classification
Approved Date
03/12/2010
Field of Education
080501 - Sales
Original Release Date
03/12/2010
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to manage customer service quality in a range of service industry workplaces. It requires the ability to develop and monitor management strategies to enhance and oversee the delivery of quality customer service.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1 Develop approaches to enhance quality customer service.
  • 1.1 Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.
  • 1.2 Provide opportunities for customers and colleagues to provide feedback on products and services.
  • 1.3 Review changes in internal and external environments and integrate findings into planning for quality service.
  • 1.4 Provide opportunities for colleagues to participate in the customer service planning process.
  • 1.5 Develop standards and plans to address key quality service issues.
2 Manage the delivery of quality service.
  • 2.1 Communicate customer service issues, standards and expectations clearly to colleagues.
  • 2.2 Provide colleagues with access to information on service standards and delivery.
  • 2.3 Use coaching to assist colleagues to deal with customer service issues and take responsibility for service outcomes.
  • 2.4 Monitor customer service in the workplace according to organisation policies and procedures to ensure standards are met.
3 Monitor and adjust customer service.
  • 3.1 Seek feedback from customers on an ongoing basis and use this to improve performance where applicable.
  • 3.2 Identify customer service problems and make adjustments to standards, systems and procedures to ensure continued service quality.
  • 3.3 Communicate new approaches to all those involved in service delivery within appropriate timeframes.
RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Formal and informal research on customer needs may include:
talking to customers
qualitative or quantitative research
seeking feedback from service delivery colleagues
analysis of competitive environment
analysis of industry and market trends.


Changes in internal and external environments affecting quality service planning may include:
management changes
organisational restructures
introduction of new equipment
recruitment practices
technological changes affecting service delivery
changes in the competitive environment
economic climate
trends in customer preferences
introduction of e-business.


Customer service issues and standards may relate to:
response times
service guarantees
pricing guarantees
product quality
document presentation standards
personal presentation standards
complaint management.


Customer service may be provided in various modes, including:
face-to-face
online
by telephone
email or written communication.
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
ability to develop proactive approaches to delivering and monitoring quality customer service within a specific workplace context
knowledge of quality service principles and processes
demonstration of skills through the establishment, monitoring and evaluation of service delivery in a workplace context (e.g. managing an event or running a tour).


Context of and specific resources for assessment
Assessment must ensure:
access to a project or workplace where the candidate is able to demonstrate the full range of required skills
involvement of and interaction with a team for which the candidate is leader.


Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
evaluation of industry projects managed by the candidate to enhance service delivery in a given operation
evaluation of projects managed by the candidate to create, market and deliver a tourism or hospitality service
case studies to address specific service delivery issues in different workplace contexts
oral or written questions to assess knowledge of quality assurance concepts and principles
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.


Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.
Replaces
State Code National Code Title Type
E2013 THHGLE11B Manage quality customer service Unit of competency
Replaced By
State Code National Code Title Type
WF746 SITXCCS501 Manage quality customer service Unit of competency